For companies whose success relies on the satisfaction of its current and potential clients, maintaining a knowledgeable and productive customer service team is a high priority. Considering the amount of daily customer interactions that take place between clients and service representatives, this can sometimes be a difficult task.

With contact center quality assurance software, businesses can more efficiently provide their customers with an improved customer experience while monitoring their representatives’ interactions with clients.

This guide will provide you with information to help you choose the right contact center quality assurance software for your business.

Here’s what we'll cover:

What is contact center quality assurance software?
Common features of contact center quality assurance software
What type of buyer are you?
Benefits and potential issues
Market trends to understand

What is contact center quality assurance software?

Contact center quality assurance software helps businesses evaluate agent performance by measuring response times, collecting customer feedback, and recording conversations across a variety of media. With this information, customer service management teams can monitor team productivity, provide feedback or coaching sessions to individual customer service representatives, customize workflows to better respond to client demands, and accurately measure overall customer satisfaction.

Common features of contact center quality assurance software

While features vary from product to product, contact center quality assurance software typically offers some or all of the following functionality:

Customer experience management	Monitor interactions between your company and customers throughout the entire relationship.
Employee coaching tools	Conduct coaching sessions with personnel to improve employee performance or further develop current skills.
Quality management	Isolate bottlenecks or other challenges through data collection and offer strategies for improvement.
Reporting and analytics	Present and track key data points pertaining to customer service interactions.
Call monitoring	Record live phone conversations between customer service representatives and customers for use in training and agent performance assessments.
Customer surveys	Distribute questionnaires to customers for the purpose of gauging feedback.
Feedback management	Analyze feedback and reactions from clients and end-users related to customer service.
KPI monitoring	Track the status of user-specified performance indicators.
Multi-channel communication	Monitor customer support from multiple channels, such as email, live chat, phone, and social media.
Process and workflow automation	Design routing of tasks based on customizable rules and workflow paths. Automatically tune or create future processes by applying data about existing processes.

What type of buyer are you?

Companies fitting the following profiles will see potential benefits through the adaptation of contact center quality assurance software:

Call centers: The sheer amount of data created across multiple communication channels can be overwhelming. By using contact center quality assurance software, these companies can analyze conversations of multiple media types between service representatives and clients to identify key deficiencies in the overall customer service response. Additionally, by analyzing employee productivity indicators, management teams are more prepared to provide the proper training where needed.
Companies with field customer service teams: Customer service performed in person is subject to many of the same performance indicators as call centers. By collecting feedback from customers during onsite visits and combining it with other key data, such as dispatch and response times, contact center assurance software can identify bottlenecks that may affect customer satisfaction and offer suggested workflow improvements.

Benefits and potential issues

Improve overall customer satisfaction: In a competitive market, customer retention is a high priority. Contact center quality assurance software identifies key areas for improvement, whether it be employees that require additional training to effectively deal with customer communication or issues with products and services that are identified through the collection of customer feedback.
Streamline customer service processes: Contact center quality assurance software manages the cumbersome task of sifting through massive amounts of interactions in the customer service process to identify bottlenecks in a company’s response to customer service issues. The software can then be customized to alter user workflows by balancing call loads or offloading tasks to automated response services.

As with any change in business workflow, be mindful of the following potential issues when considering a contact center quality assurance software.

Identify clear benchmarks: The data collected by contact center quality assurance software is useless unless you have a clear idea of what your target outcomes for improvement are. Before rolling out a software solution, be sure to identify which key performance indicators are relevant to your business and its competitive position in the marketplace to make the most use of this powerful tool.
Set the right attitude with agents: It’s possible your customer service representatives may be resistant to the idea of the level of oversight provided by contact center quality assurance software. To avoid this, consider getting employees involved with the process of defining their own productivity and designing scorecards for service representative achievement.

Market trends to understand

When researching the contact center quality assurance software market, there are some market trends to consider to help make the right decision for your business.

Incorporation of social listening tools: As companies continue to find innovative ways to gauge the performance of their brand in a competitive market, businesses are using social listening tools to scan social media for mentions of their product and conversations about their customer service experience. Look forward to contact center quality assurance software to increasingly add social media research to traditional forms of customer feedback for identifying areas of improvement.
Integration with LMS: Learning management systems (LMS) software is increasingly helping companies automate the distribution of learning materials as needed to its employees. By integrating LMS with contact center quality assurance software, companies will be able to identify areas in which customer support representatives need additional training and seamlessly forward customer service learning materials to their support staff.

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